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4 Ways SmartPath Helps Unlock the Power of Omnichannel Orchestration

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing and Vertical Solutions at Smart Communications 

Leading organizations look to Enterprise Forms Automation, Customer Communications Management (CCM), and digital archiving technology from Smart Communications to improve data collection experiences, customer communications, and digital storage and retrieval. Critically, enterprises require innovative solutions to build and maintain lasting customer relationships in the most regulated industries.  

With the April launch of SmartPATH™ in North America and the acquisition of Pendula in August, Smart Communications expands the digital delivery and omnichannel orchestration available in Conversation Cloud™.  

In this article, we look at four ways SmartPATH will help your organization prepare for the future by harnessing the power of omnichannel orchestration. 

1. Accelerates Digital Delivery with Omnichannel Capabilities 

SmartCOMM™ and SmartIQ™ clients are accustomed to rapid implementations for customer communications and data collection elements of critical business transactions. Integrating technology often gets trapped in an endless project queue for backlogged IT teams. SmartPATH accelerates projects by adding email, SMS, and other delivery options that move you into production without delay, which is critical in a time when the world moves faster than your IT backlog can handle. 

While SmartPATH’s ability to deliver email and SMS to compresses project timelines, it is also ready to improve your conversion rates, offer self-service options, and impress your executives. SmartPATH launches new SmartIQ and SmartCOMM experiences for your prospects and customers at key moments in key channels. 

Saurabh Raj from QKS Group considers how orchestration allows SmartPATH to bolster customer engagement, “By embedding AI-driven decisioning, channel failover, and guardrail-based automation directly into the Conversation Cloud™, Smart Communications can now move beyond document generation into orchestrated, two-way customer engagement.” 

2. Improves Customer Engagement with Omnichannel Communication 

Improve your conversion rates by incorporating gentle omnichannel nudges that remind prospects to complete an important step in their journey: Invite them to complete their onboarding, answer those extra questions, upload a photo or document, or eSign a document. SmartPATH brings together processes that turn prospects into customers, streamlining processes usually designed, owned, and maintained by multiple teams with separate budgets.   

When your message needs to be delivered, SmartPATH makes sure it reaches the recipient with capabilities like omnichannel channel failover, multichannel delivery, and fail to print. If a customer doesn’t respond to their preferred channel, SmartPATH fails over to the next best channel, until the message is delivered.

As a part of the Conversation Cloud, SmartPATH listens as well as it delivers, allowing for interactive responses that improve self-service adoption and reduce customer effort. This omnichannel approach ensures customers are continually engaged, boosting the likelihood they’ll follow through on critical actions across different channels.

Omdia’s Mila D’Antonio posted about the acquisition of Pendula, “This isn’t just about adding features — it’s about enabling enterprises to move from ‘multichannel’ to truly agentic, outcome-driven engagement at scale.” 

3. Streamlines Onboarding and Data Collection 

SmartIQ™ users typically start a process with an email, SMS message, or a link. Now, SmartPATH kicks off SmartIQ processes at scale that invite clients via SMS or mobile communications. With SmartIQ’s device–agnostic experiences, SmartPATH invites them to complete the experience on their preferred channel, leveraging SmartIQ’s multibrand feature to deliver responsive experiences.

SmartPATH not only helps streamline onboarding but also enhances the data collection process. By reaching customers on their preferred devices and channels, the process becomes faster and more efficient, improving both customer satisfaction and data accuracy. If a customer abandons an experience, SmartPATH is there to get them back on their journey with specific reminders to reengage, provide the necessary information, and complete the transaction.

Aragon Research’s Jim Lundy sees SmartPATH as, “The race to automate customer communications has taken on a new sense of urgency in the AI era. Smart Communications acquisition of Pendula provides an enhanced set of omni-channel capabilities, including the addition of Agentic AI Agents which will help teams be more productive.”

4. Enables Seamless Handoff Across Omnichannel Touchpoints 

Many SmartCOMM™ clients are rapidly executing digital transformations, delivering expertly–designed omnichannel customer communications while reducing the complexity, coordination, and expense required to create better experiences. SmartPATH can either leverage your email and SMS gateway or supply key services to bring digital delivery, omnichannel failover, and multichannel communications to the CCM workflow.

Organizations with advanced digital transformations often use SmartIQ early in customer journeys to streamline onboarding and data collection experiences required to convert prospects to customers while collecting information completely and accurately. Later in the customer journey, they use SmartCOMM to deliver omnichannel customer communications to welcome the client, deliver critical communications, and secure renewals.  

As part of the SmartPATH journey orchestration, clients can even leverage Smart Communications’ digital archiving solution, SmartHUB™, to store these communications—and instantly retrieve them down the line to reduce customer interaction times and improve satisfaction.

Kaspar Roos, founder of Aspire CCS, sees how SmartPATH elevates experiences throughout the customer lifecycle, “Smart Communications can accelerate beyond static document generation to deliver conversational customer experiences that enable real-time, intelligent engagement throughout the entire customer lifecycle.” 
 
SmartPATH connects these experiences to ensure that your internal handoffs go unnoticed by your customers through smooth integration, scalable omnichannel designs, and easy connections within the Conversation Cloud.  

Learn more about how SmartPATH brings digital delivery to your SmartIQ and SmartCOMM applications.

5 Vendors to 1: Why Insurers Are Consolidating Customer Communications Platforms

Posted on by Eileen Potter

By Eileen Potter, VP of Insurance Marketing at Smart Communications 

When you rely on multiple tools to manage customer communications, you’re not just juggling platforms—you’re paying for complexity. Fragmented systems create operational inefficiencies, increase compliance risks, and add unnecessary bloat to your technology stack. 

Consolidating communications isn’t just about cutting costs. It’s a strategic move that helps you deliver a better customer experience while strengthening compliance and improving speed to market. 

The Problem: Too Many Vendors, Too Much Complexity 

Think about your current setup. You may use one tool for print, another for email, a third for SMS, plus separate platforms for document generation and archiving. That’s five different systems, five different vendor relationships, and countless opportunities for errors and inefficiencies. 

So why do so many insurers stick with this patchwork approach? Often it’s the result of mergers or acquisitions of other organizations, and the path of least resistance is to keep running things as they are. In other cases, it’s the result of legacy decisions—tools added over time to address specific needs or regulatory requirements. Departments often purchase solutions independently, creating silos that are hard to unwind. There’s also a perception that switching vendors is too disruptive, costly, or risky, especially when existing platforms are deeply embedded in critical processes.  

As a result, insurers tolerate inefficiency rather than face the challenges of change, even when consolidation would clearly deliver long-term benefits. This patchwork approach drives up IT overhead, creates compliance gaps, and results in inconsistent customer experiences. For insurers competing in a digital-first world, that’s a problem you can’t afford to ignore. 

Solution Spotlight: SmartCOMM™ as a Unified Insurance Communication Platform 

SmartCOMM for insurance brings communications and document generation together in a single, integrated platform. With SmartCOMM, you streamline your workflows, reduce IT spend, and deliver consistent, compliant, and personalized experiences to every customer. 

Benefits include: 

  • Faster communication cycles
  • Reduced compliance risk
  • Improved customer satisfaction through consistent messaging 

See how insurers are consolidating their platforms in our case study flipbook. 

SmartCOMM vs. The Multivendor Approach: A Feature-by-Feature Comparison 

SmartCOMM vs. Document Generation Software Suites: Which Delivers More? 

Feature 

Multivendor Setup 

SmartCOMM Solution 

Coverage of communication channels 

Limited, fragmented 

Comprehensive, all in one 

Compliance handling 

Risk of gaps 

Centralized, automated 

Integration ease 

Complex, time-consuming 

Designed for core insurance systems 

Time-to-market 

Slower, siloed 

Faster, streamlined 

Total cost of ownership 

Higher, with hidden costs 

Lower, predictable 

The ROI of Consolidation: Time, Money, and Customer Experience 

By consolidating your insurance communication platform, you: 

  • Reduce costs by eliminating duplicate licenses, training, and maintenance.
  • Improve efficiency with shorter communication cycles and less manual effort.
  • Enhance customer experience by ensuring every policyholder receives consistent, personalized communications. 

Leading insurers that consolidate their CCM platforms tend to experience stronger ROI, often within the first year, than insurance organizations that remain on legacy platforms. 

Schedule a SmartCOMM demo to learn more about its capabilities. 

Frequently Asked Questions (FAQ) About Consolidating Insurance Communication Platforms 

Q: Why are insurers replacing multiple communication tools with one platform? 
Insurers are consolidating tools to reduce IT complexity, cut costs, improve compliance, and create a consistent customer experience—all from a single, integrated platform. 

Q: How does SmartCOMM support document generation for insurance? 
SmartCOMM includes built-in document generation software that automates policy documents, claims letters, and more—streamlining workflows and reducing manual errors. 

Q: Can SmartCOMM integrate with core insurance systems? 
Yes, SmartCOMM is designed to integrate with policy administration, billing, and claims systems for seamless data flow and communication automation. As part of the Conversation Cloud™ platform, SmartCOMM also offers native integration with SmartIQ™, (data collection) and SmartHUB™ (digital archiving and retrieval). 

Q: What kind of ROI can insurers expect by consolidating communication tools? 
 Insurers typically see faster time-to-market, reduced licensing costs, fewer compliance issues, and improved customer engagement—resulting in significant ROI within the first year. 

Smart Spotlight: Julie Knight on Life at Smart

Posted on by Dani Duffy

By Smart Communications 

At Smart Communications, our people are at the heart of everything we do. Through our Smart Spotlight of the Month series, we celebrate team members whose passion, dedication, and impact help shape our success. 

This month, we’re proud to feature Julie Knight, our Chief Marketing Officer. Julie joined Smart Communications in May 2025 and hit the ground running. 

Keep reading to learn more about Julie, what fuels her work at Smart, and why she made the decision to join the team. 

1. What is your role at Smart and how long have you been with the company? 

I’m the Chief Marketing Officer and joined Smart Communications in late May of this year. It’s an exciting time to be in marketing. We sit at the intersection of brand, demand, product, and customer experience. What makes it even more meaningful is the impact we have on customers in highly regulated industries like insurance, healthcare, and financial services, who are looking for more compliant, frictionless ways to engage with their own customers.  

As a customer myself of many companies in those industries, I understand firsthand how much personalized engagement, ease of doing business, accuracy, and security matter. That mission is one I’m proud to support. 

2. What did you do for work prior to joining Smart, and why did you make the switch? 

I’ve been CMO at several SaaS companies, each at different stages of growth and maturity. The common thread has always been the people: smart, passionate teams who care about delivering real value to customers. At Unit4, I really enjoyed our focus on people-centric industries such as non-profit, public sector, and professional services. When you focus on the specific challenges your customers face, whether by industry or business function, you can drive real outcomes and speak to what truly matters. It’s not about showcasing features; it’s about solving the right problems.  

That same opportunity exists at Smart. We’re helping organizations in regulated industries modernize how they communicate by making those interactions more personalized, more compliant, and ultimately more frictionless for the end customer. That’s the kind of challenge I find deeply motivating. 

3. What skills are needed to be successful in your role/on your team?

Curiosity, courage, and clarity. You need curiosity to understand what’s happening in the market, in the lives of our customers, and across the regulatory landscape. Courage to push boundaries and test new approaches. And clarity to connect the dots from vision to execution and rally cross-functional teams behind shared outcomes. Deep functional expertise matters, but success comes from translating that into business impact. 

4. What’s your favorite aspect of your job? 

Hands down, it’s the people, both internally and externally. I love working alongside talented colleagues, but I’m equally energized by our customers. When we help an insurer streamline claims communication, or a healthcare provider deliver more compassionate patient outreach, that’s when the work truly matters. 

5. What are you doing when you’re not working? 

Spending time with family, which includes our two labs, Zoe and Fiona. My husband and I love to travel, play golf, and explore new restaurants. Living in Las Vegas definitely has its perks. There’s always something new to try. 

If you’re interested in joining our dynamic team, we invite you to explore our current opportunities on our Careers page. 

Rate Cuts Ahead? How Banks and Lenders Can Prepare for the Coming Application Surge

Posted on by Cindy Griffin

By Cindy Griffin, Vertical Marketing Lead Financial Services, Smart Communications 

As inflation moderates and markets stabilize, all signs are pointing toward potential interest rate cuts soon. That alone would typically be enough to spark a wave of increased borrowing or refinancing across consumer, mortgage, and commercial lending segments.  

However, another development could add even more fuel to the fire: At the Federal Reserve’s Integrated Review of the Capital Framework for Large Banks conference at the end of July, U.S. Treasury Secretary Scott Bessent suggested abandoning the dual capital requirement under Basel III Endgame. This move would significantly increase the capital available for lending. 

The implications are clear. If these two shifts happen in tandem, financial institutions could be looking at a sharp uptick in loan applications across the board. Whether it’s refinancing, personal loans, small business financing, or home purchases, demand could rise quickly, and lenders need to be ready. 

The institutions that can’t scale operations fast enough to meet that demand risk more than just operational inefficiency. Delays, errors, and frustrating experiences can erode customer trust and loyalty. Meanwhile, competitors—especially FinTechs and digitally native banks—are poised to capture market share with faster, smoother, automated processes. 

Now is the time to act. 

The Lending Surge Is Coming—Here’s Why

Interest rate cuts have historically triggered waves of lending activity. Lower rates reduce the cost of borrowing, encouraging both consumers and businesses to act, whether that’s refinancing an existing loan, expanding a business, or making a major purchase. 

In this case, the potential impact could be amplified by the regulatory environment. The move to eliminate dual capital requirements would enable banks to free up significant capital for lending. With more funds available and borrowing costs dropping, it’s a recipe for rapid growth in loan applications. 

But this isn’t just a U.S. story. Rates are trending downward worldwide as central banks respond to moderating inflation and softening economic conditions. And if the U.S. chooses not to implement Basel III Endgame as written, it’s likely other jurisdictions will follow suit by either delaying their own rollouts or adjusting requirements to maintain competitive parity. That means banks and lenders across multiple markets could soon be facing the same combination of lower rates, looser capital constraints, and higher lending capacity, all of which magnifies the urgency to prepare. 

The Readiness Gap: What’s Holding Lenders Back 

When application volumes surge, cracks in legacy processes become all too visible. Many banks and lenders still rely on manual data entry, fragmented forms, and outdated systems that were never designed to handle sudden spikes in demand. 

Key challenges include: 

  • Inflexible processes that require human intervention at every step
  • High error rates (NIGO—Not in Good Order) that slow down approvals
  • Customer friction, especially with paper-based or non-intuitive digital forms
  • Compliance risk that increases with volume if data collection isn’t tightly governed
  • Limited staff capacity, especially when hiring quickly isn’t feasible 

Throwing more people at the problem isn’t sustainable, and it’s certainly not scalable. What lenders need is a smarter, more agile way to handle applications from intake to decision. 

How SmartIQ™ Helps Lenders Scale Smarter 

SmartIQ helps financial institutions modernize how they collect, process, and validate information so they can move faster, reduce errors, and deliver a better experience at scale. 

Here’s how SmartIQ helps prepare your operations for a lending surge: 

1. Dynamic, Smart Forms
SmartIQ turns static PDFs or outdated web forms into intelligent, responsive experiences. Forms dynamically adapt based on loan type, applicant profile, or other criteria, ensuring relevance and clarity from the start. 

2. Built-In Accuracy and Compliance
Validation logic and conditional workflows guide applicants to provide complete and correct information. That means fewer NIGO submissions and less time chasing down missing data. 

3. Faster Throughput Without More Headcount
With SmartIQ, lenders can accelerate application processing by integrating intake directly into loan origination systems (LOS), CRMs, and core platforms. Staff are freed up to focus on high-value interactions, not rekeying data or correcting avoidable mistakes. 

4. Superior Digital Experience
Today’s borrowers expect simplicity. SmartIQ’s mobile-friendly, user-guided forms reduce frustration and abandonment while maintaining the financial institution’s branding and visual standards. 

5. Compliance by Design
Audit trails, access controls, and secure data handling ensure that even high-volume application periods stay in line with regulatory and internal standards. 

Don’t Wait for the Surge to Hit 

Between the prospect of rate cuts and a more favorable capital environment, lending is about to become a lot more competitive and a lot more demanding operationally. 

The question isn’t whether demand will spike. It’s whether your institution will be ready to handle it at scale, without compromising on quality, speed, or customer experience. 

SmartIQ gives you the agility to seize the opportunity without stretching your team or your tech to the breaking point. 

Watch the video below and read the related case study to see how The Bancorp used SmartIQ to digitize their loan application process and reduce loan origination time by 98%. 

 

 

Frequently Asked Questions 

Q. Why do interest rate cuts lead to more loan applications?
When interest rates drop, borrowing becomes less expensive. This typically drives higher demand across all lending categories including mortgages, personal loans, small business loans, auto financing, and refinancing, because consumers and businesses can secure more favorable terms. 

Q. What is the U.S. Treasury’s proposed change to dual capital requirements, and how does this affect banks outside of the U.S.?
The U.S. Treasury is considering eliminating the dual capital requirements that apply to certain U.S. banks under Basel III Endgame. If the dual capital requirement is not implemented, this would free up more capital for lending, further increasing the capacity of banks to make loans. 

Rate cuts are happening globally as many central banks respond to easing inflation. If the U.S. delays or modifies its Basel III Endgame implementation, other jurisdictions may follow suit, creating similar lending capacity. There’s also the potential for capital arbitrage where lenders and borrowers seek the most favorable regulatory or interest rate environments. This could lead to shifts in where loans are originated, influencing global capital flows and competitive dynamics across markets.

Q. Why take action now if rates don’t come down immediately?
Demand surges can happen for reasons beyond rate cuts, such as new government lending programs, competitive offers from other institutions, or regulatory changes that expand borrowing eligibility. Building scalable, automated processes now ensures you’re ready to capture opportunity whenever it comes, rather than scrambling after the fact. 

Q. Why can’t banks just hire more people to handle application surges?
While adding staff might help temporarily, it’s often expensive, slow to implement, and doesn’t address process inefficiencies. Digital automation, like SmartIQ, enables institutions to scale instantly without proportionally increasing headcount.

Q. How does SmartIQ help during periods of high demand for loans?
SmartIQ is a digital forms automation and data intake solution that: 

  • Guides applicants through dynamic, mobile-friendly forms
  • Prefills known data to save time
  • Validates information to reduce NIGO rates
  • Integrates with existing LOS, CRM, and core systems
  • Ensures compliance and maintains audit trails 

Q. Is SmartIQ only for a specific type of lending?
No. SmartIQ is designed to support multiple lending types, including mortgage, personal, auto, small business, and commercial, making it ideal for institutions with diverse lending portfolios. 

 

Budgeting for Innovation in Healthcare Customer Engagement: Unlocking ROI with the Conversation Cloud

Posted on by John Zimmerer

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

In his 1986 Chairman’s Letter, Warren Buffett famously wrote that Berkshire Hathaway’s goal is “to be fearful when others are greedy and to be greedy when others are fearful.” His words proved prescient, as the following year brought Black Monday, one of the worst single-day stock market losses in history. True to form, Buffett was greedy when the rest of the world was fearful. That worked out well for Buffett and his shareholders: the company booked a 20% profit that year. They’ve prospered since, too. 

So why is a healthcare guy talking about a financial services guru? 

Because the lesson is very apt in today’s very uncertain geopolitical, economic, and regulatory climate. As I write this, a lot of healthcare providers and payers are fearful. Rightly so. But fortune favors the bold, as the old Latin saying goes. And now is the time to be bold while others are fearful. 

What should you be bold about? 

Investing in your digital customer experience. 

Payers, yours is terrible. Period. Forrester has tracked healthcare CX for many years. The industry used to be better than airlines and the government. As per the 2025 report, it’s now the absolute worst. 

Providers should not be snickering in the corner. You have been trying to get patients through your digital front doors for years now. Our 2025 Healthcare Benchmark Report shows that your customers aren’t impressed. 

It’s time to get back in the game. It’s time to innovate. This budget season. Now! 

The Conversation Cloud™ from Smart Communications offers a transformative approach to customer communications and engagement. But how can organizations budget for technology innovations while ensuring a measurable return on investment (ROI)? 

The Case for Innovation in Healthcare 

Healthcare organizations face mounting pressure to improve outcomes, reduce costs, and enhance customer satisfaction. Traditional communication methods—paper forms, fragmented systems, and siloed data—are barriers to achieving these goals. Customer experience platforms like The Conversation Cloud and the solutions within streamline and personalize interactions across the customer journey, from onboarding and claims to care coordination and billing.  

From guided experiences that replace static forms with intelligent workflows to digital-first communications that extend beyond print, you’ll get consistent, compliant, and personalized messaging across channels. The Conversation Cloud provides a unified engagement ecosystem that drives efficiency and satisfaction.

Budgeting for Healthcare Communication Transformation: A Strategic Investment

When budgeting for customer engagement solutions, healthcare leaders should treat the initiative as a strategic investment rather than a technology expense. Here’s how to approach it:

1. Assess Current Costs and Inefficiencies 

Start by quantifying the costs of current processes:

  • Manual data entry and form processing
  • Compliance risks and remediation
  • Call center volumes due to confusing communications
  • IT overhead from maintaining multiple legacy systems

For example, a mid-sized insurer processing 100,000 forms annually may spend $10 per form on labor and error correction—totaling $1 million. Replacing these with guided digital interviews could reduce costs by 60% to 80%.

2. Define ROI Metrics

Establish clear metrics to evaluate ROI:

  • Operational Efficiency: Reduction in processing time and labor costs
  • Customer Satisfaction: Improvements in Net Promoter Score (NPS) or CAHPS ratings
  • Compliance and Risk Mitigation: Fewer errors and audit findings
  • Revenue Impact: Faster onboarding and claims processing can accelerate revenue cycles

A provider consolidating communications may reduce template management costs by 50%, cut production time by 70%, and improve message consistency—leading to higher patient engagement and fewer missed appointments.

3. Model Financial Impact

Use a simple ROI formula: ROI (%) = [(Net Benefit – Investment Cost) / Investment Cost] × 100

Let’s say a health plan invests $500,000 in a Conversation Cloud implementation. If the solutions yield $1.2 million in annual savings and revenue gains, the ROI is:

[(1,200,000 – 500,000) / 500,000] × 100 = 140% 

This kind of return is not uncommon when our solutions are deployed strategically.

4. Plan for Scalability and Integration 

Budgeting should include:

  • Initial implementation and configuration
  • Integration with EHRs, CRMs, and claims systems
  • Training and change management
  • Ongoing optimization and analytics

The Conversation Cloud’s ability to consolidate disparate communication platforms can reduce IT complexity and licensing costs, freeing up budget for innovation.

Real-World Success: Quantifying the Value 

Healthcare organizations that have adopted our solutions report tangible benefits:

  • A regional health system reduced patient onboarding time by 50% and cut form abandonment rates by 40%.
  • A national insurer consolidated 12 communication platforms, saving $2 million annually in licensing and support costs.
  • A Medicaid plan improved member engagement by 35% through personalized, accessible, multilingual communications.  

These outcomes demonstrate that a customer engagement platform isn’t just a technology upgrade—it’s a catalyst for transformation.

Final Thoughts: Making the Case for Healthcare Communications Transformation

To secure budget approval, healthcare leaders must present a compelling business case. Focus on:

  • Quantifiable cost savings and efficiency gains
  • Strategic alignment with organizational goals (e.g., digital transformation, member experience)
  • Risk mitigation and compliance improvements
  • Competitive advantage in a consumer-driven market

Innovation in customer engagement is no longer optional. With a Smart solution, healthcare organizations can deliver experiences that are intelligent, personalized, and scalable—while achieving a strong ROI.

To learn more about optimizing policyholder communications, request a demo to see our document automation capabilities in action. 

Frequently Asked Questions

Q. What are common challenges healthcare organizations face when implementing customer engagement platforms? 

A. Healthcare data is often siloed across multiple systems (e.g., EHRs, RCM, etc.), which makes data integration and interoperability a challenge, and hinders personalized engagement. Using FHIR/HL7 or a data integration solution (e.g., MuleSoft) can help. Security is also a challenge, so making sure solutions are HIPAA certified, not just compliant, can help providers narrow vendor choices. Not all patients are comfortable using customer engagement platforms, so meeting them on their channel of choice (SMS, email, etc.) is essential. 

Q. How do platforms like the Conversation Cloud integrate with existing healthcare IT systems? 

A. The Conversation Cloud uses RESTful APIs and OAuth 2.0 to integrate with FHIR/HL7 servers and integration engines (e.g., Rhapsody, InterSystems, etc.).

Q. What metrics should healthcare leaders track post-implementation to measure success? 

A. Healthcare leaders should track in situ metrics to understand how users are interacting with the solution. This can include time-to-completion, abandonment rates, and error rates. They should also track delivery and engagement metrics, such as delivery failures (e.g., bad email address, phone number, etc.), open rates, and response rates. Adjacent metrics can also be useful, such as call volume related to the engagement platform, and customer satisfaction surveys.

Q. How can healthcare organizations ensure compliance while digitizing communications? 

A. The first hurdle is making sure each recipient has affirmatively opted in to using the engagement platform. HCOs must also make sure that communications comply with regulations, particularly when communicating protected health information. Choosing solutions that provide encryption, access controls, and audit logging is essential for compliance. Lastly, archiving digital communications with a solution such as SmartHUB will help HCOs evidence compliance to auditors and regulators.

Q. How can healthcare organizations budget for digital customer experience improvements during tight financial cycles? 

A. When done right, improving digital experience also improves operational metrics. Examples include: 

  • Shifting from printed and mailed communications to digital
  • Automating personalized communications and providing self-service options to reduce staff burden
  • Reducing no-shows or increasing patient retention to improve revenue 

The AML Compliance Clock Is Still Ticking: Why 2026 IT Budgets Matter Despite the FinCEN Delay

Posted on by Cindy Griffin

By Cindy Griffin, Financial Services Vertical Marketing Lead at Smart Communications 

In 2024, U.S. regulators issued over $3 billion in fines related to anti-money laundering (AML) and know-your-customer (KYC) violations. Increasingly, enforcement actions are tied not just to bad actors, but to gaps in client onboarding, data quality, and communication breakdowns.  

While this blog post focuses on a specific upcoming AML rule from the U.S. Treasury’s Financial Crimes Enforcement Network (FinCEN) targeting U.S.-based Registered Investment Advisors (RIAs), it’s part of a broader global trend. Regulators around the world are sharpening their scrutiny of how financial institutions collect, verify, and manage customer data across the lifecycle.  

Whether you’re operating in the U.S., the UK, the EU, or APAC, the message is clear: AML compliance isn’t just a policy issue—it’s a technology and communications challenge.  

A Delay Is Not a Free Pass on AML Compliance 

On July 21, 2025, FinCEN announced a delay in the effective date of its proposed AML rule for RIAs, known as the IA AML Rule. Under the proposed rule, the definition of a “financial institution” under the Bank Secrecy Act would have been extended to include RIAs. This meant that RIAs would be required to implement an AML program, if they did not have one previously. Originally slated to take effect Jan. 1, 2026, the rule is now expected to go live on Jan. 1, 2028. 

For many firms, this delay may feel like a reprieve. In reality, it’s a rare opportunity: a two-year runway to plan, budget, and execute strategic technology upgrades before compliance becomes urgent. 

Enforcement Is Delayed—But AML Compliance Expectations Aren’t 

While formal enforcement may be on hold, market expectations are already shifting. Investors and regulators are looking harder at how firms onboard clients, capture data, and identify suspicious activity. Many RIAs still rely on manual forms, static PDFs, and disconnected systems that leave them exposed to compliance gaps and audit risk. 

AML accountability is coming. Firms that wait until 2027 to modernize forms and data collection to support AML processes will be in a late scramble, likely incurring higher costs and rushed implementations. You can wait until 2027 to panic, or use 2025 and 2026 to plan, evaluate vendors, and budget smartly. 

Why AML Compliance Starts with Forms and Client Communication 

AML doesn’t start in one transaction—it starts at onboarding. Optimizing this area requires a combination of technology, clear strategy, and streamlined processes working together. Dynamic forms automation and customer communications management (CCM) technologies enable firms to: 

  • Collect accurate, validated client data
  • Trigger identity verification and sanctions screening
  • Maintain digital audit trails
  • Update forms and disclosures efficiently when regulations change 

Trying to retrofit compliance workflows onto legacy platforms after the fact is expensive, time-consuming, and error prone.  

Budget Planning for AML Compliance Starts in 2026 

If you want to be live in 2027, you need funding in 2026. Many enterprise budget cycles require six to nine months of planning, stakeholder alignment, and approvals. Firms that start too late risk missing out or settling for temporary fixes. Start framing 2026 proposals around strategic compliance readiness, not just reactive rule-following.

With the FinCEN delay, firms have time to be methodical. You can phase in solutions, run pilots, and compare vendors based on both functionality and financial flexibility. Look for technology partners who can scale with you, offer modular deployments, and support long-term ROI.

Delay Offers Time to Build a Smarter AML Compliance Roadmap  

The FinCEN delay gives firms valuable breathing room, but only if they use it to build a smarter, phased investment plan rather than kick the can down the road. Now is the time to map out a modernization roadmap that delivers immediate wins in onboarding, compliance workflows, and customer communications, while laying the groundwork to be ready for 2028.  

As outlined in this blog post, early vendor research is key. By evaluating technology partners now—not in Q4 panic mode—you can compare flexible pricing models, assess implementation timelines, and position your project for approval in the 2026 budget cycle. It’s not just about being compliant later, it’s about making cost-effective progress now. 

Start Your AML Compliance Budget Conversations Today 

A two-year delay should be seen as strategic runway, not a reason to wait. Early action builds resilience, reduces risk, and strengthens your long-term regulatory posture.  

Use the 2026 budget cycle to begin preparing your tech stack—especially CCM and forms automation—that will future-proof your AML readiness.

Reach out to our team to learn more about how we can assist you in reaching these goals. 

Frequently Asked Questions: Planning for AML Compliance for RIAs 

Q: Didn’t FinCEN delay the AML rule for RIAs? Why rush? 

A: Yes, the rule was delayed to Jan. 1, 2028—but preparing now gives you time to budget thoughtfully, evaluate vendors, and modernize processes that support AML compliance before urgency sets in. 

Q: What types of technology should we prioritize? 

 A: Start with forms automation and CCM tools that support accurate data collection, auditability, and workflow integration. These are foundational for AML compliance readiness and broader client lifecycle compliance. 

Q: Can we wait until 2027 to upgrade? 

A: You can, but it will be more expensive, rushed, and likely disruptive. Starting your process now lets you phase in changes strategically. 

Q: Is this still relevant if we already use a CRM system? 

A: Yes. While CRMs are valuable for managing relationships, they often lack the capabilities needed for structured data collection, dynamic form workflows, and compliance-grade audit trails. Critical AML inputs like CIP documentation, beneficial ownership details, and client attestations are often collected manually or stored in inconsistent formats. Integrating purpose-built forms and data automation tools with your CRM can close these gaps, ensuring cleaner data, faster onboarding, and stronger compliance posture. 

Q: What’s the risk of doing nothing now? 

A: You risk falling behind your peers, scrambling to fund upgrades later, and facing greater scrutiny from regulators and institutional partners alike. 

Q: Is this just a U.S. issue, or should global firms be paying attention too? 

A: While the FinCEN IA AML Rule specifically applies to U.S.-based RIAs, AML expectations are rising globally. Regulatory bodies globally are tightening rules around client due diligence, beneficial ownership, and digital recordkeeping. For global firms—or U.S. firms with international clients or operations—this is part of a worldwide shift toward more rigorous, data-driven AML enforcement. Investing in scalable, flexible tech now ensures you’re ready for evolving compliance demands across all jurisdictions. 

What Great CX Looks Like in Life Insurance (2025 Benchmark Research)

Posted on by Eileen Potter

By Eileen Potter, VP of Insurance Marketing at Smart Communications 

In a market defined by complex products and long customer lifecycles, delivering exceptional experiences can be a key differentiator for Life & Annuity organizations. 

Customers want clarity, empathy, and convenience across every touchpoint, but many organizations still struggle with manual, paper-based processes and impersonal communications. In this post, I’ll explore what defines “great” customer experience in life insurance today, drawing on fresh 2025 insights into CX performance across the industry. From onboarding to claims, let’s dive into what leaders are doing right—and where many still fall short. 

Curious about how your experience measures up? While this isn’t a benchmark deep dive, we’ll share themes inspired by recent life insurance CX benchmarking data—helping you understand how customer expectations are shifting and what CX benchmarks for life insurance look like in 2025. 

Why CX Is Mission-Critical in Life Insurance 

Customer experience requires a deeper level of empathy in life insurance. The stakes are higher, the journeys longer, and the trust required is deeper. 

Done right, great CX in life insurance builds loyalty over decades, not months. It reduces churn, boosts referrals, and opens the door for future product conversations. 

5 CX Benchmark Takeaways in Life Insurance in 2025 

Here’s what’s rising to the top among today’s strongest-performing life insurance brands—based on emerging patterns from 2025 customer data: 

1. Frictionless onboarding is non-negotiable. Customers consistently rated an intuitive, streamlined start to the customer journey as a top driver of positive experience. Long forms, confusing steps, or a lack of status updates were top friction points. 

2. Omnichannel isn’t optional anymore. Policyholders increasingly expect to move seamlessly between digital, agent, and call center experiences—with minimal repetition required. 

3. Human + digital beats either/or. Customers value both speed and support—meaning hybrid models are winning. One trend in the data: customers and beneficiaries who had access to digital tools and real human help reported higher satisfaction. 

4. Claims transparency is a growing CX lever. Respondents pointed to proactive status updates and clear claims timelines as factors strongly linked to loyalty. 

5. Customers now expect personalization, speed, and proactive outreach. For example, nearly 60% of customers who received relevant check-ins (like reminders or policy education) said they were more likely to recommend their insurer—hinting at the value of contextual engagement. Moreover, overwhelming majorities across regions and generations indicated communications were critical to their overall experience.

 

Common Gaps and CX Pitfalls in Life Insurance 

While some insurers are raising the bar, others are still held back by: 

  • Legacy tech and siloed systems—resulting in clunky, inconsistent experiences
  • Disconnects between digital and agent touchpoints—leading to repeated questions or broken handoffs
  • Low clarity on coverage and next steps—which ranked among the top frustrations in recent feedback
  • Lack of proactive communication—especially during emotionally important or time-sensitive moments
  • Paper-based, manual processes–many organizations still expect customers to download and fill out forms by hand and mail them to the insurance company to make changes 

These pain points don’t just annoy customers, they erode trust. 

Moving from Good to Great: What Leaders Are Doing Differently 

The data shows a growing divide between brands that meet expectations and those that exceed them. Here’s what the top performers are doing differently: 

→ Journey orchestration, not just journey mapping. Leading teams are designing CX with intentionality—thinking end-to-end across departments, not in silos. 

→ Customer feedback loops that drive change. The highest-scoring organizations act on real-time signals, rather than relying solely on annual surveys. 

→ Empowered agents who understand digital-first customers. Many top performers are re-skilling frontline teams to better support hybrid customer journeys, blending empathy with tech fluency. 

How to Start Elevating Your CX Today 

Even if you’re early in your CX transformation, there are simple, strategic steps you can take now: 

  1. Audit your top 3 customer journeys (e.g., onboarding, claims, policy changes) and look for friction.
  2. Identify moments of silence or confusion and build in communication touchpoints.
  3. Align your CX metrics to customer outcomes—such as clarity, ease, and confidence—not just speed or cost. 

Conclusion 

Customer expectations won’t slow down in 2025—and neither should your CX evolution. The most successful life insurers are the ones who treat experience not as an add-on, but as a core value driver. 

Want to know what top-tier CX really looks like this year? Our latest report reveals how real customers are engaging, what’s working (and what isn’t), and what you can do to move from average to exceptional. 

For more, access a complimentary copy of the 2025 Benchmark report.

Elevating Healthcare CX Through Smarter Digital Interactions: Challenges and What to Do About Them

Posted on by John Zimmerer

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

Healthcare customers today expect faster, more seamless digital experiences. However, many providers and payers are still relying on outdated and disconnected systems that hinder communication, reduce efficiency, and ultimately impact the quality of care.  

In an era where patients are increasingly accustomed to digital convenience in other sectors, healthcare must evolve in order to remain competitive and improve patient outcomes. Data from our recent 2025 Healthcare Benchmark report suggests one way to accomplish this is by modernizing how they engage and communicate. This includes:  

  • automating critical processes,
  • integrating more efficient systems, 
  • and ensuring clear, consistent communication at every step of the patient journey.  

One of the most significant shifts underway is the adoption of artificial intelligence (AI) in healthcare. As AI becomes more prevalent, building trust through transparency and ethical use of data is more important than ever. Patients want to know how their information is being used and how AI-driven tools are impacting their care. Organizations that lead with clarity and integrity will be best positioned to earn long-term trust. 

In this article, we’ll expand on the data that informed these insights as we dive into findings from the 2025 Healthcare Benchmark Report: Customer Experience and Communications in Healthcare. 

1. Challenge: Customers Want More—and Better—Digital Choices

What’s happening: 
Patients expect easy, consistent digital experiences. But too often, healthcare organizations fall short. 

  • Only 54% are satisfied with their omnichannel experiences
  • 71% prefer digital self-service over calling or visiting in person
    • Highest among: Singapore (78%), Millennials (77%)
    • Channel preferences vary by region:
    • Email most preferred in: New Zealand (73%), UK (63%), Australia (61%)
    • Encrypted Messaging highest in: Singapore (18%), German-speaking (16%)
    • SMS favored in: German-speaking (29%), Australia (19%), USA (15%)
    • Web Portal/App leads in: USA (20%), German-speaking (20%)
    • Print/Mail most common in: USA (13%), UK (10%), German-speaking (8%)
  • 60% trust companies more when experiences are consistent across channels
    • Especially true in German-speaking countries (76%), Gen Z (73%) 

 

What to do:

  • Focus on continuous process improvement to elevate the quality of omnichannel experiences—small enhancements can prevent losing a significant portion of customers.
  • Develop measurement frameworks to track customer satisfaction and identify pain points, ensuring efforts are aligned with what really matters to consumers across regions and generations.

2. Challenge: Forms Are a Major Friction Point

What’s happening: 
Customers are frustrated by healthcare forms—often too long, repetitive, or hard to complete. 

  • 41% say healthcare forms are too time-consuming
    • Especially Gen X (49%), Singapore (52%) 
  • 65% will abandon a form if it’s too difficult
  • 63% prefer guided digital forms over fillable PDFs 
    • Millennials (68%), Gen Z (61%), USA (66%), Singapore (61%) 

What to do: 

  • Replace static PDFs with guided digital forms
  • Allow customers to save progress, use pre-filled data, and complete forms on mobile
  • Encourage cross-departmental collaboration to break down silos, ensuring the customer experience flows smoothly whether it’s online, via app, or on the phone. 

3. Challenge: Customers Need Status Updates—Not Phone Trees 

What’s happening: 
 After submitting a form, customers feel left in the dark—and often call to follow up, driving up costs. 

  • 51% want to know their request status
    • Highest in: USA (58%), Millennials (57%), Gen Z (49%) 
  • 47% call to ask about form status
    • Especially Silent Gen (61%), Boomers (57%), USA (54%) 
  • Cost of a phone call: up to $15 

What to do: 

  • Send automated, proactive status updates to reassure customers and reduce call center volume
  • Champion user-centric design principles that address specific generational and regional preferences, ensuring accessibility and convenience for all customers. 

4. Challenge: Customers Are Curious—but Cautious—About AI 

What’s happening: 
AI shows promise for better, faster, more personalized service—but many customers still worry about how it’s used.

  • 61% believe AI will improve healthcare CX
    • Strongest among: Gen Z & Millennials (71%), Singapore (71%)
  • 54% are open to AI if it provides personalized health recommendations 
    • Millennials (64%), Singapore (62%) 

Top concerns: 

  • Data privacy/security – 49%
  • Lack of human oversight – 43%
  • Potential errors – 39% 

What to do: 

  • Be transparent about AI usage
  • Emphasize data security, human oversight, and clear disclaimers 

5. Challenge: AI Trust Gaps Vary by Age and Region 

What’s happening: 
Not all customers feel confident about AI’s role in handling their personal information. 

Security confidence: 

  • Millennials (57%), Gen Z (56%)
  • USA (53%), Singapore (52%), NZ lowest (36%)

Ethical confidence: 

  • Gen Z (57%), Millennials (56%); Silent Gen only (26%)
  • USA (50%), Singapore (48%), UK (34%) 

Top customer asks for AI in CX: 

  • Faster responses – 53%
  • Higher accuracy – 44%
  • Cost savings passed to them – 42% 

What to do: 

  • Prioritize security-first design
  • Keep a human in the loop, especially for sensitive communication 

Final Takeaway: Smarter CX Leads to Better Outcomes and Lower Costs 

If your healthcare organization is looking to move forward, focus on modernizing your customer communications with connected, AI-aware, and guided digital tools. Replace outdated processes with automated, customer-first workflows that streamline operations. 

By doing so, you’ll not only reduce manual effort and build trust with patients/members, you’ll also deliver a stronger customer experience—while driving better ROI. 

Explore the interactive web experience of our 2025 Benchmark report to learn more. To hear from real-life experts in the healthcare space, check out our recent webinar ‘Unpacking the Smart Communications Healthcare Benchmark Report.’ 

Smart Spotlight–Joe Gionta, VP of Professional Services, North America

Posted on by Dani Duffy

By Smart Communications 

At Smart Communications, our people are at the heart of everything we do. Through our Smart Spotlight of the Month series, we celebrate team members whose passion, dedication, and impact help shape our success. 

This month, we’re proud to feature Joe Gionta, our Vice President of Professional Services (PS) in North America. Joe brings energy, expertise, and a collaborative spirit to every project he touches, playing a key role in driving progress across the business. 

Keep reading to learn more about Joe’s contributions and what fuels his work at Smart. 

1. What is your role at Smart and how long have you been with the company? 

I am the VP of Professional Services in North America. I’ve been an employee at Smart Communications for 11-plus years, and prior to that I worked with Smart Communications as a partner as far back as 17-plus years ago.  

As the leader of the NAM Professional Services team, my role is to ensure our customers become self-sufficient with our products. I do this by enabling my team with the skills and experience needed and sourcing the projects for our team to work on. 

2. What did you do for work prior to joining Smart, and why did you make the switch? 

Prior to joining Smart Communications, I worked for a company called TriTek Solutions. This was my initial job coming out of college (Massachusetts Institute of Technology). As part of this boutique professional services company, I worked on ECM and BPM implementations. I decided to make the switch to Smart Communications when my company was acquired and the culture changed. I’d already been partnering/subcontracting with Smart Communications, so making the switch was smooth and easy. 

3. What’s kept you at Smart for 11+ years? 

The people I work with have kept me here for so long. The folks within PS and also the wider company have a great attitude and are willing to all work together. The product is great, and so is the type of work I do and the customers I work with, but I’ve remained with the company so long has been because of the team members I work with each day. In addition, I’ve been able to work my way up within the company (from Consultant to VP), so I’d say the company’s willingness to foster career growth has been a big reason as well. 

4. What skills are needed to be successful in your role/on your team?

In a leadership role in Professional Services, being successful starts with understanding your product and how best practices apply to your customer base. Without an understanding of what your team needs to accomplish, you also won’t describe this well to your customers and prospects. A large part of my role is describing what my team will do to help our customers get up to speed and eventually become self-sufficient on our products.  

It’s also critical to understand the data from your PS team and keep track of KPIs so that informed decision–making can occur, from forecasting to resourcing to skills enablement. Lastly, it’s important to work on strategic initiatives to continuously improve your team. Tactics are important too, but this can’t be your total focus. 

5. What’s your favorite aspect of your job?

I really love receiving unprompted kudos and appreciation from our customers and partners or people in other departments. This validates the amazing work our team is doing and shows the real impact we have on the day-to-day lives of the people we work with.  

6. What are you doing when you’re not working? 

These days I am busy raising an infant. My daughter Eliza is turning 1 in July. I also enjoy playing golf and going to college (BC Eagles) and NHL (Buffalo Sabres) hockey games. 

If you’re interested in joining our dynamic team, we invite you to explore our current opportunities on our Careers page. 

5 Key Takeaways from the 2025 AWS Partner Summit

Posted on by SmartComm

By Simon Tindal, CTO, Smart Communications 

Dirty data, AI ethicists, and the resurgence of IoT were just a few of the hot topics at the recent Amazon Web Services (AWS) Partner Summit in New York City. I was honored to attend the event and participate in two roundtables alongside fellow CTOs and CIOs, where we explored the evolving role of generative AI in enterprise environments—particularly how it can enhance customer experience at scale. 

The timing couldn’t be better. According to Gartner, 33% of all applications will be agentic AI-enabled by 2028. That’s just around the corner, and it’s why events like these are critical not just for inspiration, but for alignment. They offer a window into where the market is heading, and how we as technology leaders can deliver innovation responsibly, flexibly, and quickly. 

At Smart Communications, we’ve been fortunate to deepen our partnership with AWS at the perfect moment. It’s a strategic relationship that informs not only the infrastructure we build on, but the way we innovate: safely, at scale, and with our customers always at the center. 

Below are five key takeaways from the Summit, and how they connect back to our approach at Smart Communications. 

1. Dirty Data Is Not the Fuel You Want Powering Your AI

One of the most resonant lines from the Summit: “Data is the fuel of GenAI. You wouldn’t run your vehicle on dirty fuel.” 

Put another way, if your data is fragmented, outdated, or unstructured, it doesn’t matter how powerful your AI models are. You’re not going to get reliable results. Across both roundtables I joined, data quality and governance dominated the conversation. 

That’s why our SmartIQ™ solution was designed to securely capture and validate data so companies can act on it with confidence, whether using it for service center interactions or feeding it into generative workflows. It’s also why we lean on Amazon Bedrock to give us multi-model flexibility without compromising data privacy. Our customers, particularly in financial services and healthcare, need to know that sensitive data isn’t being used to train public Large Language Models (LLMs). With Bedrock, we have the peace of mind that it’s not. 

2. A Holistic, Integrated Approach to AI Implementation Is Critical

There was a clear consensus at the Summit: AI success comes from end-to-end thinking. For businesses to truly improve customer experience, AI should be embedded across the user journey, with a clear strategy for how it supports customer outcomes. 

This mirrors one of our own AI Guiding Principles at Smart Communications: relevance. We build AI features that are directly embedded into the workflows our users already rely on—like tone refinement or language simplification in SmartCOMM™’s Design Assistant. They’re designed to meet users where they are and improve both efficiency and how they engage with customers. 

We’re not building AI for AI’s sake. We’re building it to make digital experiences more thoughtful, personalized, and effective—while reducing friction for the people creating them. 

3. Responsible AI Use Requires Increased Emphasis and Attention

A theme that surfaced repeatedly was the ethical use of AI. One keynote slide even highlighted the emergence of a new organizational role: an AI ethicist focused on analyzing and addressing the implications of AI. That speaks volumes. 

At Smart Communications, accountability and compliance are core to our approach. We’ve invested in capabilities like AI logging in template editors, AI identification in conversation history, and other process tracking so our customers can prove, not just assume, how AI is being used. 

We’ve long championed a “human in the loop” approach to AI technology. Now, as discussed at the AWS Summit, we’re entering a new phase the industry calls “human on the loop.” Rather than validating every output, people are shifting to a more supervisory role focused on optimizing AI performance over time. This evolution aligns with our vision for responsible AI—empowered, but never unchecked. 

Whether it’s logging communications for applications considered Limited Risk under the EU AI Act, or ensuring AI translations are marked as enhanced content, Smart Communications is innovating to reduce compliance risk. When we say our AI solutions are enterprise-grade, this is what we mean. We ensure content provenance is maintained within the communication value chain, providing full auditability of where AI is used and enabling our clients to stay aligned with evolving regulations worldwide. 

4. A Flexible Approach to AI Will Ease and Accelerate Scaling

In a fast-moving space like this, rigidity is a risk. One of the biggest reasons we chose to build on Amazon Bedrock is the flexibility it gives us to switch in and out different models as needs evolve. 

We’ve already seen this in action. When we first launched some of our AI capabilities, we started with Anthropic’s Claude model, which was the right choice for speed and geographic availability. Since then, we’ve added services (connected through Amazon Bedrock) to both AWS Translate and Amazon’s Nova Lite—bringing more value to our customers and striking the right balance between speed, safety, and availability. 

That ability to adapt quickly, without having to start from scratch, has been a game-changer. And it’s exactly the kind of agility that enterprises are looking for. With Bedrock, we can match the right LLM to the right task. 

5. Build and Deliver Use Cases That Actually Deliver Value

Agentic AI isn’t just about capability—it’s about continuity. Unlike traditional AI interactions (ask a question, get a response), agentic systems maintain context over time, enabling more lifelike conversations. This persistent context opens the door to a resurgence in connected, conversational devices—a kind of second wave for IoT, now made smarter and more useful through agentic intelligence. 

That’s also where our data collection and omnichannel orchestration solutions shine. We’re building systems that don’t just respond—they remember, connect, and evolve across channels. And the use cases are only growing: from hyper-personalized insurance cover letters, to multilingual financial services responses, to context-aware knowledge assistants that elevate user efficiency. 

But all of it must deliver measurable value. That’s why our AI innovations are relevant to business outcomes, such as faster document creation, better tone control, and reduced compliance risk. If a feature doesn’t solve a real problem, we deprioritize it. 

A Strategic Partnership That Helps Us Move Faster and Smarter 

This focus on value creation is one of the many reasons our partnership with AWS is so important. Together, we’re bringing secure, compliant, and intelligent solutions to market, helping organizations optimize their digital interactions with customers in new and exciting ways. 

As Sudeep John, AWS — Technology Partnerships, put it: 

“The collaboration between Smart Communications and Amazon Web Services (AWS) builds on an existing and mutually beneficial relationship.

Smart Communications is deepening its use of Amazon Bedrock by integrating Amazon Nova Lite — enabling faster, safer, and more reliable agentic decision-making to support critical customer conversations.

Together, the companies are delivering a robust cloud services and management portfolio that empowers enterprise customers with secure, scalable, and intelligent access to cloud-powered customer communications.” 

It’s a relationship that keeps evolving—through product integration, go-to-market alignment, and joint events. And with SmartCOMM and SmartIQ both available on the AWS Marketplace, it’s never been easier for organizations to procure and deploy our solutions within their cloud environments. 

Looking Ahead 

I left the 2025 AWS Partner Summit with a deep sense of excitement. From data integrity and AI transparency to scalable infrastructure and smart orchestration, we’re not just keeping up with the pace of change. We’re helping to set it. 

And this is only the beginning. Stay tuned for more innovation to come—built on Amazon Bedrock, aligned with our AI Guiding Principles, and designed to help organizations create digital customer experiences that are as intelligent as they are compliant.